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Frequently Asked Questions
What does the Lifetime Mechanical Warranty cover?
At Cross, we stand behind the craftsmanship of our writing instruments. All Cross writing instrument mechanisms are unconditionally guaranteed against mechanical failure for the lifetime of the product. A mechanical failure is defined as a defect in the product's construction or workmanship that prevents it from functioning as intended, provided it has been used according to our Care & Use Instructions. Please check all details here.
How can I identify the correct refill for my Cross pen?
To determine the appropriate refill for your Cross pen, first identify the type of pen you have. Here are some general guidelines:
- Ballpoint: Typically, the tip of a ballpoint pen extends by twisting the barrel. (this includes Multi-function pens from our Tech Series)
- Rollerball: Rollerball pens usually have a cap to protect the writing tip.
- Fountain Pen: Fountain pens also have a cap, and they feature a visible nib (the writing tip).
- Click: Click pens can be ballpoint or rollerball, they use Slim refills.
Please note, refill reference numbers may change over the time, but we maintain standard mechanisms and sizes for our products. Therefore, once you have identified the type of pen, you can consult our Ink Refill Quick Reference Guide. This guide provides visual aids and detailed information to help you find the correct refill. You can access it here: Ink Refill Quick Reference Guide.
How do I submit a product for warranty service?
Should you experience a mechanical issue with your Cross writing instrument, we're here to help! To begin the process, please:
- Complete our online warranty form and pay the $20 processing fee (per writing instrument).
- Once completed, you'll receive a claim number and the necessary shipping address to send your item to us.
Please remember that customers are responsible for the shipping and insurance costs when returning items for service. If, upon our expert inspection, your item is determined to be defective under our warranty, it will be either repaired or replaced with a similar or equivalent product.
What if my product cannot be repaired or replaced?
In the instance that your product cannot be repaired or a suitable replacement is unavailable, we will issue a Gift Card for the current value of the item. Please allow approximately two weeks for the processing of such claims.
Can I use a rollerball refill in a ballpoint pen or vice versa?
Unfortunately, rollerball and ballpoint refills are not interchangeable due to differences in their mechanisms and barrel designs. A rollerball refill will not fit or function correctly in a pen designed for a ballpoint and vice versa.
If you like the style of a particular pen but prefer a different type of refill, we recommend checking if that pen model is available in the preferred version.
There is one exception SELECTIP JUMBO 8562- 1 Black and 8562- Blue (Ballpoint pen refills used to convert Rollerball pens to Ballpoint pens)
How do I open a Cross pen to replace the refill?
For a Cross Fountain Pen, pull the cap off, unscrew the section above the nib, remove the existing ink cartridge, and insert a new one.
For a Ballpoint, retract the tip, unscrew to remove the old refill, and insert a new one.
Rollerball pens require removing the cap, unscrewing the section, removing and replacing the gel ink refill, and reattaching the barrel.